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Diagnostic fee, explained

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The fee customers resent most is the one nobody explains. Any repair order with a diagnostic fee line (a Fee line whose name includes "diag") shows the customer what the fee buys. Make the fee line "Needs attention" or "Suggested soon" so the customer can approve it.

Before they approve, they see
Diagnostic fee $129 - what it buys: A full diagnostic scan and inspection to find the real cause, not a guess.
Once they approve the fee and the repair, they see

Credit is off, so nothing extra shows. The fee stays on the invoice as approved.

Honest by design: the customer page only says the fee was credited when the credit line is actually on the invoice.